Technical specialist

4 weeks ago

Mumbai, India Seclore Full time
WHO ARE WE?
We are global leaders in the Data-Centric Security space. Right from protecting nuclear submarine designs to new drug formulations to customer data of Fortune 100 organizations
- we guard every kind of confidential information.
HOW DO WE DO IT?
Seclore’s patent-granted , award-winning technology allows users to control how their information is used - even after it is shared with people within or outside the enterprise. This requires stretching the technology boundaries beyond what might seem possible. At Seclore, you get to be part of the front lines - defending today's data against tomorrow's threats.
2 Bn Documents | 3.5 Mn Users | 470+ Enterprises | 29 Countries
THE ROLE
Technical Specialist - L2 Support
Location : Mumbai (Remote)
Experience : 6 to 8 years
Working Hours: Permanent Night Shift (10 PM to 7 AM) IST
About Seclore
At Seclore, we are all Entrepreneurs, not employees. At Seclore, we are all Entrepreneurs, not employees.
This position is for individuals with exp in Product Support, great customer relationship skills while working in a super-agile environment. Seclore is a place where innovation is
nurtured. We continuously push the boundaries of innovation and find new ways to add value to customers and stakeholders. We are proud to be recognized as "Great Place to Work" for last 4 consecutive years.
JOB DUTIES AND RESPONSIBILITIES:
•Providing advanced technical support to Enterprise customers and partners of Seclore.
•Work on complex cases being escalated from L1 team and resolve those issues.
•Clearly communicate the root cause, short-term / long-term fixes, and resolution to internal and external stakeholders.
•Should be able to manage customer escalation or internal stakeholders.
•Maintain the reliability and performance of our software products, ensuring customer satisfaction, and contributing to the continuous improvement of our support processes and product features
•Also act as a consultant for cases being handled by L1 team provide expertise on product, infra related issues for quicker resolution.
•Achieves understanding of Seclore products and gains expertise
•Applies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments
•Attempts to provide resolutions on the first interaction with customers
•Handles multiple cases at the same time with varying degrees of severity
•Effectively communicates procedural and technical issues to internal and external customers/stakeholders
•Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customers/internal stakeholders.
•Assesses the need to engage or escalate to the required resources to handle complex issues/situations
•Research on array of topics like operating system & its fundamentals, Infrastructure technologies, and Seclore products as and when needed
•Participates in the new product releases to ensure information and training requirements are met to start supporting the new release
•Engages in ongoing training and function/organization development, Develop and maintain comprehensive technical documentation and troubleshooting guides.
•Conduct technical training for internal team, customer or partner.
•Works towards becoming an SME on a product area and go to guy for an underlying related technology
•Works in a team with assorted expertise
•Should be able to work in global support including weekends.
•Mentors and assist new technical support engineer and peers to develop skills
•Multitasks and works well in a fast-paced environment
•Identify opportunities to improve support tools and processes, including automation to enhance efficiency.
•Provide feedback to L1 support teams to enhance their troubleshooting capabilities
•Identify and analyze recurring issues, and work with the Product Team to implement permanent solutions.
QUALIFICATIONS :
Hands on experience across the following core technologies
a)Operating systems – Windows Server/Windows Client / Linux, MAC OS
b)Expert Level understanding of Windows / Linux Server Concepts
c)Knowledge of tools like Process Monitor, Process Explorer, Network monitor/Wireshark
d)Antivirus Software's.
e)Webserver /Application Servers – Apache, Tomcat, Nginx, Elastic Search, Docker, Kubernets
f)Infrastructure technologies – Share Point, strong networking principles, Microsoft office, Teams.
g)Virtualization Technologies – VMware / Hyper-V
h)Remote Deployment Tools like LANDesk, SCCM and other IT landscape Relational DB principles and methodologies – MS-SQL, Oracle
i)Knowledge of computer security procedures and protocol
EXPERIENCE:
•6 to 8 years of experience in product support role.
•Managed Customers from regions such as NA, EU, AMEA
•Exposed to working shifts in nights
•Current job includes exposure to CRM tool
•Exposure to severity-based models would be preferable
•Exposure to Enterprise/Corporate customers preferable
•Required: Bachelor’s Degree or Diploma in engineering
•Preferred: Industry Certifications like MCSE, MCP, RHEL Certifications, CCNA.

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